[Hiring] Client Service Member @Ascend

Role Description

We are looking for a Client Service Member who loves the challenge of finding the perfect flight, building a compelling quote, and delivering genuinely personal service to high-expectation travelers.

• You will own each client request from start to finish.
• Work across multiple booking strategies, including award travel, loyalty program redemptions, and premium fare inventory.
• Communicate with clients in a way that always feels warm, fast, and professional.

What You'll Do

• Search and Optimization
  • Execute searches across multiple booking strategies.
  • Identify the best available options for each client.
  • Apply fare rules and availability knowledge to find solutions.
  • Document complete pricing details, fare rules, and booking requirements.
• Quote Creation and Client Delivery
  • Build polished, well-structured quotes that follow Ascend's standards.
  • Add clear reasoning to every quote.
  • Deliver quotes within SLA targets.
  • Present options in a way that makes the client's decision easy.
• Client Communication
  • Acknowledge every new client message within 30 seconds.
  • Maintain proactive, high-touch communication throughout the process.
  • Confirm key preferences before quoting.
  • Handle follow-up questions with professionalism and warmth.
• Data Accuracy and Handovers
  • Maintain 100% accuracy across all workflow systems and client records.
  • Ensure seamless handovers to the Ticketing and Trip Fulfillment teams.
  • Document all key client interactions and decisions.
• Escalation and Quality
  • Escalate VIP, high-complexity, or time-sensitive requests to your Team Lead.
  • Flag pricing anomalies, policy concerns, or system issues.
  • Participate in quality audits and apply feedback.

Qualifications

• 2+ years in travel operations, luxury hospitality, or high-touch client service.
• Hands-on Sabre GDS experience is mandatory.
• Excellent written communication skills.
• Strong attention to accuracy.
• The ability to manage multiple client requests simultaneously.
• A collaborative mindset.

Requirements

• Experience with airline mileage programs, award travel, or loyalty points optimization (Nice to Have).
• Familiarity with premium booking platforms, workflow tools, or CRM systems (Nice to Have).
• Background in luxury travel agencies, premium concierge services, or high-end hospitality (Nice to Have).
• Experience handling high-net-worth or VIP clients (Nice to Have).
• Genuine passion for travel and for finding creative routing solutions (Nice to Have).

Benefits

• Clear Growth Path: Progression from Client Service Member to higher roles based on performance.
• Build, Don't Just Execute: Opportunities to refine processes and improve workflows.
• Real Support: Daily coaching and quarterly performance reviews.
• Work-Life Balance: Predictable scheduling and clean shift handovers.

What Success Looks Like

• First 30 days: Complete training on Ascend's search methodology and quoting standards.
• First 90 days: Handle client requests independently with consistent quality.
• Within 6-12 months: Deliver on all quality metrics and build strong relationships with repeat clients.

Our Values

• Customer Obsession: We win when our customers win.
• Urgency with Impact: Clients expect answers in minutes, not hours.
• Radical Candor: Honest, direct, respectful feedback builds trust.
• Ownership: If something breaks, we fix it.
• Relentless Excellence: Good enough is never enough.

Why You'll Love This Role

• Takes genuine pride in quotes and client messages.
• Wants to master advanced travel optimization.
• Excited to work on requests for high-expectation clients.
• Sees a clear path to team leadership.
• Thrives in a fast-paced, high-accountability environment.